How to Deal with Customer Complaints
Why should you be worried about dealing with customers and their complaints? Well, put simply, customer service is the key to long-term business relationships – your clients may go elsewhere if they’re not treated well.
Top dos and don’ts
1. Don’t be dismissive of your customer’s problem – even if you’re convinced you’re not at fault
2. Complaints should be handled courteously, sympathetically and – above all – swiftly
3. Have an established procedure for dealing with customer complaints and that it is known to all your employees
Dealing with a customer complaint
When a customer complains it’s an ideal opportunity to restore goodwill, build stronger relationships and improve your procedures. There’s no set way to deal with them, but there are some logical stages in a complaints procedure.
1. Receive, acknowledge and log the complaint
Tell the customer this has been done. If there is no immediate resolution, explain that you’ll investigate the issue and you’ll update them at a specified time.
2. Investigate
Identify the source of the error and remedy the fault.
3. Respond
Report your findings to the customer and how it has been remedied. Making amends through a refund or a gift voucher is often wise.
4. Follow up
Go back at a later date and find out if the customer was satisfied with the way the complaint was handled.
Principles of your complaints policy
Your complaints policy should not only be procedural, but should also have some common-held principles behind it. For example:
Openness and honesty: Customers appreciate candour, but you shouldn’t admit fault until you know the full facts of the matter
Fairness: You should approach complaints with even-handedness towards both your customers and your staff
Efficiency: Make resolving problems quick, efficient and at the heart of your customer service process
Accountability : Give the customer a named contact
The LEARN method
L.E.A.R.N. is an acronym, with 5 easy steps to follow:
LISTEN - Listen carefully to your customer. Don’t interrupt or tell the customer to calm down, this will only ignite the anger.
EMPATHIZE - Feel the pain of the customer, and tell her that you can understand how they feel.
APOLOGIZE - Apologize to the customer, even if you feel that you have no part in the problem. Do not blame the customer, but there is no need to take the blame yourself!
REACT - Decide what you will do to resolve the problem, and tell this to the customer.
NOW! – Do not delay. Take immediate action! The longer you wait, the harder it is to produce outstanding customer service.
By WILLIAM H. DAVIDOW from Customer Service Point
Image: Thanks to whiper on Flickr.com
Related posts:
- New Year – New Customer Service Resolutions
- Warm Up Your B&B Customer Service for Winter
- 5 Simple Steps to Deal with Stress
- 10 Customer Pet Hates – Are You Guilty?
Category: B&B Customer Service
[...] are some ways that you can take your property to the next level and won’t brake your bank.How to Deal with Customer Complaints In the vacation rental industry, the customer is always right even if they are not. Positive rental [...]
As an owner myself i have to add that no matter who is on the wrong side but the establishment’s owner has to be polite and patient until the time a guest gets really ruly or abusive.
Patience is the key here!!
That is a very good philosophy!
I have read your philosophy on a well-run Bed and Breakfast establishment or guest house. This is great, and as a world traveller what I would expect. However, what happens and who does one complain to, if an owner of a British Bed and Breakfast is abusive, aggressive and ultimately a danger to her guests?
Hi Judi
I am terribly sorry you have had a bad experience. It’s a pity as it doesn’t represent the entire industry. There are various channels you can use. You can speak to the company you booked through (if you didn’t book direct) or you can leave a review on Trip Advisor or complain to the grading council if the B&B is graded. I would suggest it’s best to leave it a few days until you feel a bit better, so your review or complaint is not too biased. I think offering some constructive criticism is good too, as then it can offer them a way to improve at the same time (If that’s something they want to hear).